‘…delivering support the way…you want it…’
As well as providing the most innovative solutions to customers challenges, Vocal has an accomplished team of professionals delivering dedicated account management and a world class customer support. With headquarters in the UK and centre’s for sales and partner service around the world, Vocal is able to support every customer wherever they are.
Roles & Responsibilities
While the Account Management team will be responsible for your relationship with Vocal there are two other teams who will support your use of iModus. Initially your account will be managed by a dedicated Implementation Manager who will manage all aspects of your implementation including configuration, training and sign off of the project; this team may also be engaged throughout your relationship with Vocal to manage projects relating to your account. Operational support is provided by our Service Delivery team who are available 24/7 to your administrators, users and recipients.
Vocal provide a wide range of ways to access support, ranging from documented assistance in the form of a detailed online user guide, through to direct support via email, online live chat and phone. Our fully trained Service Delivery Team provide administrative and troubleshooting support including end user training and technical escalations for our global customer base. Every customer has access to an online support desk where they can view updates on any open enquiries and access a wide range of support materials.
Consultancy and Implementation
With over 1500 implementations of the iModus suite Vocal have refined the process of implementing customer solutions. Vocal’s account management team work with you to understand your requirements and the issues that iModus can help you resolve. This “needs gap” analysis helps us to implement iModus so it meets both your operational and commercial needs, and is scalable for future requirements.
We’re committed to providing industry leading proactive strategic support to our customers and developing relationships which reflect the organisational objectives of our customers. To facilitate this we’re implemented a formal account review process which will involve not only our Account Management team but also Operational Managers from across the business, giving you access to all the experience we have across our teams.
No two customers are the same. This is why Vocal offers a range of additional service and support level agreements that are tailored to suit your needs. These Managed Service agreements can cover a range of administrative functions on your account such as generating reports on incidents, maintenance of your plans and importing and exporting your data to saving your team time and ensuring preparedness.